1. School of Computing & Information Sciences IT AUTOMATION Developed by Dr. Masoud Sadjadi Powered by Kaseya & IT Scholars Last updated on August, 2012 Lectures 1, 2, 3

2. School of Computing & Information Sciences IT AUTOMATION Why?

3. School of Computing & Information Sciences Motivation Computer systems are becoming pervasive – They are part of our everyday life & business Cost of dedicate in-house IT managers is high – They may be idle for most of the time – They may not be as effective in the time of crisis Solution – Out-sourcing the IT to IT management companies – IT automation

4. School of Computing & Information Sciences Why IT Automation? More staff increase revenue and costs, making it impossible to get ahead.

5. School of Computing & Information Sciences Scale with IT Automation It allows service providers to keep costs the same while increasing revenue.

6. School of Computing & Information Sciences

8. Why Transition Now? According to Gartner (January 3rd, 2005) – “the fastest growing part of the IT Management Market is the Remote Operation and Management of Networks and IT Infrastructure” – “the Remote Monitoring and Management market is expected to grow at a compound annual growth rate of 36 percent through 2008”.

9. School of Computing & Information Sciences Why Transition Now? (cont.) Rising acceptance of the paradigm shift to Proactive Service Delivery, the traditional “break-fix” model will become increasingly less appealing to the end-user Client. Commoditization of these Services is inevitable, and price wars will follow soon afterwards. The Guide to a Successful Managed Services Practice by Erick Simpson

10. School of Computing & Information Sciences Automating Common IT Tasks Auditing Monitoring Patch Management Backup Endpoint Security User State Management Help Desk

11. School of Computing & Information Sciences What Services to Include in SLAs Q: Which of the following computer systems management tasks are performed at your company?

12. School of Computing & Information Sciences Some Popular Network Monitoring Tools Altiris, http://www.altiris.com/http://www.altiris.com/ LANdesk, http://www.landesk.com/http://www.landesk.com/ TrakIT, http://www.numarasoftware.com/Track- It.asp?http://www.numarasoftware.com/Track- It.asp Handsfree Networks: www.handsfreenetworks.com www.handsfreenetworks.com HyBlue: www.hyblue.comwww.hyblue.com Kaseya: www.kaseya.comwww.kaseya.com Level Platforms: www.levelplatforms.comwww.levelplatforms.com N-able: www.n-able.comwww.n-able.com Nagios: www.nagios.orgwww.nagios.org Silverback Technologies: www.silverbacktech.comwww.silverbacktech.com Zenith Infotech: www.zenithinfotechwww.zenithinfotech

13. School of Computing & Information Sciences Help Desk Software Vendors Autotask: www.autotask.comwww.autotask.com ConnectWise: www.connectwise.comwww.connectwise.com Frontrange Solutions: www.frontrange.comwww.frontrange.com Kemma Software: www.kemma.comwww.kemma.com GWI Software: www.gwi.comwww.gwi.com Helpstar: www.helpstar.comwww.helpstar.com NetHelpDesk: www.nethelpdesk.comwww.nethelpdesk.com Novo Solutions: www.novosolutions.comwww.novosolutions.com Shockey Monkey: www.shockeymonkey.com www.shockeymonkey.com

14. School of Computing & Information Sciences Why Kaseya was Selected to be Used for This Class? Kaseya is a GLUE, integrating many IT automation tools. Kaseya provided us with a free use of their tools for educational purposes. Comprehensive IT Automation Framework (not a tool vendor). Web Based – remotely accessible from anywhere anytime. Extensible Automation – as easy to work with 500 machines as it is to work with one. Unattended – virtually no end user input required Easy to Deploy No infrastructure reconfiguration required

15. School of Computing & Information Sciences Kaseya Green Initiative Kaseya 2008 with the KUSM and Intel® Core™2 Processor with vPro™ Technology increases productivity while contributing to energy conservation. Remotely power off computers and promote energy efficiency during non productive hours then power on to conduct routine off hour IT tasks. Use of remote IT management contributes to an overall reduction in the carbon footprint through fewer “truck rolls”...

16. School of Computing & Information Sciences Seamless and Consistent Integration Customizable Reporting 24x7x365 Automated System Management Patch Management and Updates Monitoring Remote Management Application Deployment Asset Management Ticketing, / Service Desk Data Protection, Privacy – Anti-Spy, Anti-Virus User State Management More…. What Kaseya’s Framework Provides

17. School of Computing & Information Sciences Flexible Deployment 17

18. School of Computing & Information Sciences Kaseya Agent Topography Simulation Tasks Agent Quick Check- in Default 30 Sec Like a Ping Agent Full Check-in When Task is scheduled Instructing the agent to do something Agent Alive When Task is scheduled the Agent Grabs the task and executes without needing firewall ports open

19. School of Computing & Information Sciences IT AUTOMATION COURSE OVERVIEW

20. School of Computing & Information Sciences Course Web Site Go to Lenny Simon’s Home Page: http://users.cis.fiu.edu/~lsimo001/ http://users.cis.fiu.edu/~lsimo001/ At the bottom of this page, find the link to the CIS 4431 IT Automation course for this semester.

21. School of Computing & Information Sciences 100% Success Rate! How? Four-Step Reinforcement Learning Step 1: Being Exposed! – A new concept is introduced. Step 2: Getting Involved! (Optional) – You practice using an interactive video. Step 3: Practice Makes Perfect! – You practice using a dedicated virtual lab. Step 4: Mastering the Concepts! – You will read more and do self-assessment.

22. School of Computing & Information Sciences It Is Your Turn! Let’s Start! Go to http://ita-portal.cis.fiu.edu/http://ita-portal.cis.fiu.edu/ Create a new account

23. School of Computing & Information Sciences It Is Your Turn! Create a New Account The required fields are marked by * Username must be your FIU username! Email must be your FIU email!

24. School of Computing & Information Sciences It Is Your Turn! Create a New Account Please enter N/A, if not applicable.

25. School of Computing & Information Sciences It Is Your Turn! Create New Account Once successfully submitted, you will receive an email confirmation. click on the confirmation link in the email – If no link, then you need to wait until the admin of the portal approves your request. Upon the approval, you will receive a notification email. You can now open a browser (Chrome is preferred) and login to the portal – http://ita-portal.cis.fiu.edu/ http://ita-portal.cis.fiu.edu/

26. School of Computing & Information Sciences It Is Your Turn! Enroll In the Basics Course Once successfully logged in, click on the IT Automation course for this semester, for example:

27. School of Computing & Information Sciences It Is Your Turn! Enroll In the Kaseya Fundamentals Course The enrollment key is cis4431 Or the instructor provides the key

28. School of Computing & Information Sciences It Is Your Turn! LMS OVERVIEW

29. School of Computing & Information Sciences It Is Your Turn! 4-Step Reinforcement Learning All modules follow the 4-step approach For example, the Agent Module

30. School of Computing & Information Sciences Kaseya Fundamentals Workshop Virtual Labs Overview

31. School of Computing & Information Sciences Background Story Imagine that you were just hired by Florida International University (FIU) as the lead IT Administrator to manage 500 computers. Obviously, we cannot provide each one of you with 500 computers to play with! Instead, we provide each one of you with a virtual environment that has – One shared SaaS Kaseya Server – 5 dedicated virtual machines – One NAT router

32. School of Computing & Information Sciences Background Story The virtual machines are distributed in four buildings – School of Computing & Info. Sciences (SCIS) – Machine Room (MR) – Green Library (GL) – College of Engineering & Computing (CEC) More information about your environment – 1 x KServer (a SaaS Account with System Role) – 1 x Windows 2003 Server (Domain Controller) – 4 x Windows XP (only 2 in the domain) – 1 x Linux (playing as a NAT router)

33. School of Computing & Information Sciences FIU’s Network Diagram SCISCEC 192.168.0.1 192.168.3.1 192.168.2.1 192.168.3.10 192.168.0.10 192.168.0.100 Internet Kaseya Server dc ws1 Instruction Lab … GL PCs & Laptops Your Laptop/Desktop MR NAT ROUTER 192.168.0.0/24192.168.2.0/24 192.168.3.0/24 192.168.1.10 Machine Room Guest Desktops 192.168.1.1 192.168.1.0/24 192.168.1.100 … guest1 192.168.2.100 pc1 … …

34. School of Computing & Information Sciences Technical Information KServer: saas12.kaseya.net NAT Router has 4 network cards: – 192.168.0.1, 1.1, 2.1 and 3.1 SCIS hosts workstation 1 (ws1) with one card: – ws1.scis.fiu.edu - 192.168.0.100 MR hosts domain controller (dc) with 3 cards: – dc.mr.fiu.edu - 192.168.0.10, 1.10, and 3.10 GL hosts guest 1 (guest1) with one card: – guest1.gl.fiu.edu - 192.168.1.100 CEC hosts personal computer 1 (pc1) and laptop 1 (laptop1), each with one card: – pc1.cec.fiu.edu - 192.168.2.100 – laptop1.ced.fiu.edu – 192.168.2.200

35. School of Computing & Information Sciences It Is Your Turn! Let’s Start Our Virtual Labs Find the link to Virtual Lab and clink it. Simply enter hours/minutes and Confirm. Three hours may be sufficient for today.

36. School of Computing & Information Sciences It Is Your Turn! Virtual Labs Portal Network Diagram

37. School of Computing & Information Sciences It Is Your Turn! Virtual Labs Portal Data Sheet

38. School of Computing & Information Sciences It Is Your Turn! Virtual Labs Portal Connection Info Link to the KServer RDP connection information to your five dedicated virtual machines – HostName:PortName

39. School of Computing & Information Sciences Alternative Ways to RDP to Your Virtual Machines You can use any RDP client of your choice – Windows Microsoft Terminal Server Console (mstsc.exe) – MAC Remote Desktop Connection CoRD – Linux Rdesktop – Web Browser webRDP, an applet embedded in the Virtual Lab Portal – …

40. School of Computing & Information Sciences It Is Your Turn! Connecting to Your Virtual Machines Using mstsc.exe On your local Windows Machine – Go to Start > Run – Type mstsc.exe

41. School of Computing & Information Sciences It Is Your Turn! Use mstsc.exe to connect to dc Enter Host:Port for Computer; see Data Sheet Enter your own username and password Domain is FIU

42. School of Computing & Information Sciences It Is Your Turn! Use webRDP to connect to dc

43. School of Computing & Information Sciences Note on RDP Connections Sometimes when using webRDP, you may experience that the keyboard and/or mouse do not work. Simply reconnect to resolve the issue (click on the tab). To improve the performance of your RDP sessions, you should get rid of the background wallpaper in the XP machines. For slow connections, you may choose to use 5 instances of mstsc.exe rather than webRDP.

44. School of Computing & Information Sciences Control Buttons and Timer You do not need these buttons for any of the exercises, but just in case you want full control over your dedicated machines, they are provided to you. Note: Refresh provides you with a fresh copy of the virtual machine! Using + or – you can adjust the remaining time of your virtual lab. Use the eject button to cancel your lab.

45. School of Computing & Information Sciences Your Account on KServer After scheduling your virtual lab for the first time, a tenant account on our SaaS KServer will be automatically created for you and your username and password will be synced with your account at IT Scholars. Note: Your account on VSA is only active during a scheduled virtual lab. – If it complains that your account is disabled, it simply means that your virtual lab ran out of time or you forgot to schedule one.

46. School of Computing & Information Sciences Final Notes on Virtual Labs Before working on the labs, make sure that you are completely familiar with – the background story – the network diagram – the building names – the name of the virtual machines Sometimes we refer to your virtual machines as servers and workstations – Servers: dc – Workstations: ws1, guest1, pc1, and laptop1

47. School of Computing & Information Sciences Final Notes on Virtual Labs (cont.) Please Follow the Presentation – Don’t worry if you can’t complete the LABs. – You can finish the labs as homework. Review Steps – Watch the streaming videos (Step 1) – Work with the Interactive Videos (Step 2) – Practice in Your Virtual Lab (Step 3) Check the correctness of your work by looking at the screenshots included lab review slides at the beginning of the next slide set. – Scan the Book Chapter & Take the Quiz (Step 4)

48. School of Computing & Information Sciences It Is Your Turn! Progress Check  Were you able to start your virtual lab?  Were you able to logon to the Kaseya VSA?  Were you able to logon to your virtual machines (i.e., dc, ws1, guest1, pc1, and laptop1)?  Hint: Your username/password is the same everywhere (see Data Sheet)

49. School of Computing & Information Sciences Supported Browsers Internet Explorer ver. 8.0 & above Firefox v3.6 & above Google Chrome 6.x & above Limitations/Requirements: – KLC Active-X for IE – KLC add-on module for Firefox – KLC add-on for Google Chrome – Remote Control – requires Active-X for remote sessions.

50. School of Computing & Information Sciences Kaseya VSA Overview

51. School of Computing & Information Sciences VSA Navigation Bookmarks – Create a list of most visited function Online Help – Content Sensitive Help

52. School of Computing & Information Sciences Agent and Server Framework

53. School of Computing & Information Sciences Preparing the Network Setup your Internet host name (Internal vs. External DNS) Setup port forwarding Kaseya Server must be able to access – http://vsaupdate.kaseya.net and – http://license.kaseya.net Web UI: Typically TCP port 80 or 443 inbound & outbound Email Notifications: typically TCP port 25 outbound Agent connections: default TCP and UDP port 5721 inbound and outbound Kaseya Live Connect P2P connection – STUN server UDP port 5721 stun.kaseya.net (212.54.132.36) – Router/ Firewall must allow endpoint-independent-mapping (EIM) UPNP support and enabled Permit EIM or Full Cone NAT connections

54. School of Computing & Information Sciences Additional Sources Kaseya Community – http://community.kaseya.com http://community.kaseya.com – Access Forums, Knowledgebase, and other Resources Customer Portal IT Service Delivery Kit – Additional Views, Monitor Sets, Event Sets, and Agent Procedures

55. School of Computing & Information Sciences Import Center Import or Export VSA Content – Agent Procedures – Agent Templates – Event Sets – Monitor Sets – SNMP Monitor Sets – Patch Policy – Views Export multiple content at once. – Download xml file to share Import will parse xml file

56. School of Computing & Information Sciences IT Service Delivery Kit Download IT Service Delivery Kit http://demo1.kaseya.com/handouts/ProServITSDK_v2.zip Information on IT Service Delivery Kit on Kaseya’s Community http://community.kaseya.com/resources/m/knowexch/53077.aspx Note that IT SDK has already been imported in your virtual labs.

57. School of Computing & Information Sciences It Is Your Turn! Progress Check  Do you know what browsers are supported?  Were you able to logon to the Kaseya VSA and explore the functions available to you?  Do you know how to download and import the IT SDK?

58. School of Computing & Information Sciences It Is Your Turn! Questions? Please type your questions in the chat section of your GoToMeeting window. Remember that you can always send your questions to training@kaseya.com too.training@kaseya.com If you are falling behind the steps in the lab, please just watch the presentation, take some notes, and perform your labs after the lecture.

59. School of Computing & Information Sciences Kaseya Fundamentals Workshop AGENT

60. School of Computing & Information Sciences LAB Assumptions – Kaseya server is operational – Logical network layout is known Tasks – Define Organization Structure – Deploying Kaseya Agents – Customizing Kaseya Agent Menus

61. School of Computing & Information Sciences Create Agent Package 10.Choose Computer Name - the computer name and Existing Group - FIU-.MR ”, then Click next.

62. School of Computing & Information Sciences Create Agent Package 11.On the next screen, make sure to leave everything at its default values and click next.

63. School of Computing & Information Sciences Create Agent Package 12.In the Select agent type drop down box choose Windows as the operating system. 13.Make sure Securely bind administrator credentials to the install package? is checked and enter the (which you can find in your assigned dedicated virtual environment data sheet) under this selection box. 14.Next, under Package Name type “package4MR- ” and under Package Description type “MR”. 15.Click on “Save”.

64. School of Computing & Information Sciences It Is Your Turn! Progress Check  Were you able to block solitaire?

65. School of Computing & Information Sciences It Is Your Turn! Questions? Please type your questions in the chat section of your GoToMeeting window. Remember that you can always send your questions to training@kaseya.com too.training@kaseya.com If you are falling behind the steps in the lab, please just watch the presentation, take some notes, and perform your labs after the lecture.

66. School of Computing & Information Sciences HOMEWORK Complete the labs (follow the instructions in the hands-on documents) Create 4 Agent Deployment packages Install agents on all 5 virtual machines Create views … Review the VLAB environment and familiarize yourself with the network layout. Review the different methods of deploying an agent

67. School of Computing & Information Sciences THE END!